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Ingram Micro Inc VERIFIED EMPLOYER

24/7 1st Line Technical Support (12-hour shifts).

IT Operations & Support Full-Time
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24/7 1st Line Technical Support (12-hour shifts): our view in 3 lines...

  • The Role:This role is for someone who provides first line technical support to clients of a global technology company.
  • The Person:The person will log and categorise incidents, diagnose and resolve technical issues, escalate to third parties or vendors when needed, and keep clients informed until each ticket is closed.
  • Requirements:The ideal candidate has a university degree in Information Systems, Computer Science or similar background, advanced MS Office skills, awareness of ITSM tools, CCENT knowledge, Network+ or equivalent, and ITIL Foundation.

About the role

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description: 

Why Ingram Micro?
Ingram Micro is a leading technology company for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage set us apart.

What you’ll do?

  • Provide first line technical support to Comms-care clients across an international base.

  • Log all relevant incident/service request details, allocating categorization and prioritization codes.

  • Provide first-line investigation and diagnosis using approved tools, systems and procedures.

  • Resolve/fulfill incidents/service requests that are in scope.

  • Technical Escalations - escalating incidents/service requests that cannot be resolved/fulfilled within agreed timescales or are out of Service Desk/1st Line scope, to the next level technical team which may include 3rd Parties or Vendor support contracts.

  • Engage and arrange external technical and non-technical support where smart hands are required on-site.

  • Follow-up with external technical and non-technical support organizations including 3rd parties until incident/request resolution/fulfilment.

  • Own incidents/requests from ticket creation to resolution/fulfilment/closure.

  • Close all resolved/fulfilled incidents/requests and other queries.

  • Communicate with clients – keeping them informed of incident/request progress, notifying them of impending changes or agreed outages, etc.

  • Provide feedback to appropriate Line Manager on how the Service Desk and supporting functions can improve.

  • Maintain an exceptional level of client service during any engagements with Clients/3rd Parties/Internal Teams.

What you’ll bring:

  • University degree in Information Systems, Computer Science or similar background

  • 1+ year experience in Customer Service/Contact Centre/Help Desk/Service Desk role.

  • Advanced Skills in MS Office & awareness of ITSM tools

  • CCENT knowledge, Network+ or equivalent

  • Experience in fault diagnosis/troubleshooting and fulfilling requests.

  • Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations.

  • Awareness/understanding of switching / Routing and Wi-Fi (Meraki/Aruba) technologies would be considered an advantage.

  • Awareness/understanding of Unified Conferencing products (video, Teams) (desirable) would be considered an advantage.

  • Awareness/understanding of Microsoft products would be considered an advantage. 

  • ITIL Foundation would be considered an advantage.

  • Experience working in a multi-cultural/international environment.

  • Excellent English verbal and written.

What you’ll receive:
Apart from great parties, team spirit and a positive mindset, we also have:

  • Competitive salary & Bonus system

  • Additional health insurance and Life Insurance

  • Food vouchers & Transport Allowance

  • Well-being Program & Multisport card

  • Referral and baby bonus

  • Paid holiday days increasing in time.

  • Language courses

  • Free access to LinkedIn Learning Platform

  • Great career growth and development opportunities

  • Hybrid type of work

  • Modern office space with free coffee and hot beverages 

  • Company discounts

  • Recognition awards
     

We promise our recruitment process is not scary. It is even fully remote. Apply now!

#LI-Hybrid #LI-VA1 #IngramMicroBulgaria

Published October 29, 2026
Location Sofia, Bulgaria
Category IT Operations & Support  
Job Type Full-Time  

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